Consumer Awareness of the Consumer Protection Act, 1986 and the Consumer Protection Act, 2019: A Comparative Study in Jind District, Haryana

Abstract

This study, in a comparative manner, analyses the Consumer Protection Act, 1986 and Consumer Protection Act, 2019 with a specific reference to consumer awareness and working of consumer redressal mechanism in Jind District, Haryana. The analysis reveals that the 2019 Act is a significant step forward in terms of legislation, as it introduces the Central Consumer Protection Authority, codifies product liability, regulates e-commerce, strengthens consumer rights and creates mediation mechanisms, as well as the extension of the pecuniary jurisdiction of consumer commissions. However, the assessment at the district level shows the gap between the implementation of the statutory reforms and reality is quite large. Pendency has continued due to growing disposal backlogs despite an increase in consumer complaints and the diversity of these complaints, especially in the insurance, banking, and utility and digital-service industries. So far, the following mechanisms are not well utilized in Jind: mediation, class actions, product liability and proactive CCPA intervention. Lack of posts on consumer commissions and administrative delays and changes in digital platforms like e-Jagriti also hinder meaningful access to justice. The study shows that the continuous awareness programmes, especially the campaign “Jago Grahak Jago”, have helped a lot in raising consumer awareness but the desired changes in the objectives of the Act 2019 can be realised through institutionalization, timely appointment, technological stabilization and effective implementation of its innovative provisions at the district level.